Groupon lies about over charging on Clouds Memory Foam offer

I recently purchased four memory foam pillows on Groupon from the company ‘Clouds Memory Foam’. The Groupon offer gave a great discount by offering 4 pillows for £55, instead of £239.96 – with just a £4.99 delivery charge (as you can see from the link).

However, when I came to place the order the delivery charge was £10 – not £4.99. As you only have a limited time to redeem your Groupon vouchers I had little choice but to pay the £10 and quibble about it later.

Knowing Groupon as I do (I’ve never had a transaction go without a hitch of some kind) I tweeted them immediately about the issue, and received an instant response saying to email their UK support team, which I did.

However – I received the following reply from Groupon’s email support:

Pal, Sep-27 00:05 (BST):
Hi Darren,
Thank you for your email. I am sorry to hear that you were charged £10.00 delivery fee for your Clouds Memory Foam Pillows.
I have checked our system and cannot find any other customers being charged this amount.
Please find below the contact number for the partner, to request a refund for this fee:
Phone Numbers: (+44) 203 086 7423 & (+44) 207 760 7562
Email: contact@cloudsmemoryfoam.com
Also did you follow the below procedure to place your order:
– Go to www.cloudsmemoryfoam.co.uk/bedding/pillows-3/super-deluxe-memory-foam-pillow-1
– In the checkout, enter your voucher codes
– Have your credit/debit card details ready to pay the £4.99 postage

It was the ‘I have checked our system and cannot find any other customers being charged this amount’ that interested me, as this means they have checked, and nobody else has been charged £10 for delivery – except of course that they have, and Groupon has lied. Not only has Groupon lied about this, they have knowingly attempted to deceive as they have indeed checked, and have sent me exactly the same email as someone else has already received – so they looked up the problem, found someone else had reported the same problem, saw the email they had already sent to them, and then forwarded it to me.

Pal, Sep-26 23:27 (BST):
Hi Lianne,
Thank you for your email. I am sorry to hear that you were charged £10.00 delivery fee for your Clouds Memory Foam Pillows.
I have checked our system and cannot find any other customers being charged this amount.
Please find below the contact number for the partner, to request a refund for this fee:
Phone Numbers: (+44) 203 086 7423 & (+44) 207 760 7562
Email: contact@cloudsmemoryfoam.com
Also did you follow the below procedure to place your order:
– Go to www.cloudsmemoryfoam.co.uk/bedding/pillows-3/super-deluxe-memory-foam-pillow-1
– In the checkout, enter your voucher codes
– Have your credit/debit card details ready to pay the £4.99 postage

How disgusting is that? They must have known for a fact that someone else had been charged the £10 in order to send me the exact same email. Groupon clearly can’t be trusted. Mistakes happen, that’s a fact of life. When a website becomes as successful as Groupon has become these mistakes will be more frequent, but it’s how you deal with these mistakes that sets you apart – and to knowingly lie to customers marks you out as a company that simply cannot be trusted.

I wonder what Groupon will come back with now, following this response:

That’s funny, because someone else has received this exact same email from you (GroupOn code error (ticket #906501)).

Seems you’re lying through your arse on this one. How many people have you sent this exact same email to, claiming nobody else has been charged £10?

This is a disgraceful lie that has been found out. I suggest you tread very carefully with the way you reply to this.

I await the next chapter with bated breath.

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

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34 thoughts on “Groupon lies about over charging on Clouds Memory Foam offer”

  1. You still got the 4 pillows for £55, instead of £239.96 tho right? Thats an amazing deal – I’d have paid £20 if needed be to obtain a deal like that!!

  2. At the moment I have nothing for £55 as I haven’t received anything. And if you’re happy to be quoted one price and then pay another, the economy needs more customers like you!

  3. Hi, I bought the pillows too (I actually haven’t noticed how much I have been charged for it, but I’ll find out, as this is interesting). My main concern is the pillows themselves…i just got them, and I am little underwhelmed I must say. Maybe it’s because they need a bit of time to take shape, but from the packaging to the leaflet inside, they look a bit on the cheap side. I was expecting some super-plush pillows, but these ones are a bit weird…has anyone got any feedback on them? furthermore, I am sure on the Cloud website it says 5 years guarantee – but in the package there was literally nothing, not even a receipt. just a scrappy leaflet….

  4. hi. i also ordered these pillows 10/09/11 and have still not received them despite several e mails to clouds.
    anyone else still waiting or is it just me?
    really fed up now

  5. Fairypants, I have ordered the pillows on 18th October and still waiting.

    The contact link on clouds website is broken, the number will only get you through the answerphone and groupon does not have a decency to reply my query… wondering what to do…guess it is possible to contact the watchdog and possibly, get the money back?

  6. if Groupon isn’t scam then its helping nasty websites to earn money .

    Groupon website said for cloudsmemoryfoam deal that ”
    Allow up to 14 working days for delivery.”

    But its almost 20 days and today i got email (after countless voice mails and emails ) from clouds memory foam that
    “The standard delivery time is 4 weeks after order, currently your order isbeing manufactured ”

    In my view groupon is helping these companies to raise cash and then those companies are buying things in bulk from china at very cheap rate and eventually they will delivery the order.

    But in this process i believe groupon is getting big chunk of money

  7. Don’t buy thse pillows. How on earth they can say that they are worth £240 for 4, having purchased 2 for £25 I could have recieved better quality for Tesco’s own.

  8. I have also ordered 4 down and feather pillows from Clouds, via the Groupon deal. This was now 3 weeks ago and still nothing, despite many attempted phone calls and emailing them. I have also asked Groupon to contact them on my behalf. Interestingly on Clouds terms and conditions it mentions seperate delivery charges on mattresses, but states that on everything else one delivery charge will be payable, not several.

  9. I’ve had the exact same problem, ordered 4 pillows, paid too much for shipping and was told that since I has bought 4 pillows instead of two, the shipping cost is “more or less accurate”. This was AFTER someone enlse on Clouds had answered me and promised my money back for shipping. I ordered on Oct 4th and still haven’t recieved anything, including my money back. Groupon haven’t had the courage to answer me yet and Clouds stopped answering me completely. I have recieved two emails from them saying my order is “being dispatched this week, your tracking number will come tomorrow” but that was three and two weeks ago resp… I’ve given up!

  10. Yes I am another Groupon mug – I now have two Clouds Memory Foam pillows ordered in September and not yet delivered plus an item of underwear paid for and ordered in early October and not a word from the supplier let alone any goods. I won’t be buying anything further from Groupon – they take over a week to respond to queries and just forget about trying to get any sense out of Clouds Memory Foam. It’s really disappointing – seems such a good idea but they are letting themselves down by choosing unreliable trading partners.

  11. I’m in the same boat as a few people here, bought them nearly 2 months ago and they still haven’t arrived. Does anybody know the appropriate trading standards place to contact?

  12. I bought two pillows from cloudsmem foam aswell but havent received anything after seven weeks. Paid by pay pal and am now going to tell them I want my money back. Never again !!

  13. I paid £55 on 9.9.11 then £5 for p&p, not received 4 pillows. Can’t get through to Clouds on the phone, Groupon say they have sent a form wiht my information and complaint to Clouds. NOT HAPPY, I would now like my money back and feel like contacting Trading Standards especially if the quality is not as superior as one e-mailer suggests, DON’T STOP COMPLAINING ABOUT THIS, WE MUST DO SOMETHING ABOUT IT.

  14. i also seem to be a victim of this pillow fraud! having read all of the above
    it concerns me that while i may have been ripped off, that if i do receive these goods, that the quality was not as described, also it clearly states to allow up to 14 working days for delivery! any way you look at this situation it is bad news!
    i am fortunate to have a friend whom is a highly qualified lawyer…i will be taking this further .

  15. I am yet another victim of the pillow fraud!! I ordered mine on 20th September, after 4 weeks I spoke to the company who said they had been overwhelmed by the response, but they would be with me within 2 weeks. Of course I have received nothing. Now the website for Clouds Memory Foam is saying they have moved to new premises and are waiting for BT to connect their phone! Ring Groupon customer service and after hanging on to speak to someone the line just cuts off.
    It is the first time I have tried Groupon after it was recommended by a friend. Now I am warning everyone not to use it!!

  16. I also seem to be a victim of the pillow fraud I still have not received my order placed on 26th October I had an email on 3rd November to say they will be dispatched within the week obviously not true. I decided to log on to their contact address and found all these other complaints.

  17. I have had issues with Clouds Memory Foam. I bought pillows from them through the groupon offer. They took over 4 weeks. Worse they are terrible quality. I am intent on trying to get a refund.

    I contacted Groupon who replied:
    Hi Simon,
    Thank you for your email, and please accept our apologies for the delay in getting back to you.
    I have provided Clouds Memory Foam’s refund and exchange policy below:
    —-
    6. CONSUMER RIGHTS
    6.1. If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Goods. In this case, you will receive a full refund (excluding all delivery & collection charges) of the price paid for the Goods themselves, in accordance with our refunds policy (set out in Clause 11 below). Please note that once the seven day period has expired you will NOT be entitled to a refund.
    6.2. To cancel a Contract, you must inform us by email at contact@cloudsmemoryfoam.com within seven working days, beginning on the day after you received the Goods.
    6.3. You must make the Goods available to us for collection (Within 30 days of cancellation of the contract) and during this time keep the Goods in the same condition in which you received them. You may not use the Goods. You may not take the goods out of their packaging. You have a legal obligation to take reasonable care of the Goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
    6.4. You will not have any right to cancel a Contract for the supply of any Goods that were made to your explicit specifications or which have been clearly personalised for your use.
    —-
    11. OUR REFUND & EXCHANGE POLICY
    11.1. If you have ordered the wrong size product at your own error, we will NOT replace the product with the correct size if it has already been opened.
    11.2. If you are asking for a refund because you have cancelled the Contract within the seven-day cooling-off period, you must comply with Clause 6 above. You will be liable for all delivery and collection charges (set out in Clauses 9 and 10). Refunds and exchanges will not be possible even during this spell if the mattress has already been opened due to hygeine reasons.
    11.2.1. If you are entitled to a refund, we will send you a confirmation via e-mail (following collection of the item and confirmation that the product has not been tampered with) and will process the refund within 30 days on the refund confirmation email. We will refund the price of the Goods in full but you will be liable for all delivery and collection charges. Please be aware, in order to return a non-defective product it must not have been removed from its protective wrapping due to health and hygiene legislation.
    11.2.2. We can only refund the price of the Goods if the product complies with Clause 6 above. If not, we reserve the right to not refund any costs to you under the Contract.
    11.3. If you are asking for a refund because the product is defective, you must comply with Clauses 12.2 and 12.3 below. We will collect the item free of charge, examine it and notify you of your refund’s status within 30 days of collection and refund confirmation email.
    11.3.1. If the Goods are defective, we will refund you for the Goods and delivery charge. Alternatively, we will replace the Goods at no cost to you. We will not charge you for collection or re-delivery.
    11.3.2. If the Goods are not defective, you will NOT be entitled to a refund for the Goods. You will be liable for all delivery and collection charges, unless we choose to levy these, but this decision is at our absolute discretion.
    11.4. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
    —-
    These can also be found here: http://www.cloudsmemoryfoam.co.uk/terms-and-condition/
    If you are unhappy with you purchase and would like a refund, can I please get you to organise the return of your item to the partner and provide confirmation from them that they have received it back in to their possession. I have provided some contact details for the partner below:
    Email: contact@cloudsmemoryfoam.com
    returns@cloudsmemoryfoam.com
    Phone: (+44) 203 086 7423
    There is also a contact form on their website: http://www.cloudsmemoryfoam.co.uk/contact-us/
    I can appreciate how frustrating this must be for you, given the experience you have had with the delay in the delivery of your item, however this is the procedure that we must adhere to on this occasion. Please provide this confirmation in the body of a reply to this email so that it comes directly to me, once I have received this I will be able to proceed with your request right away.
    If you have not received a response from the partner within a reasonable time period, say by the end of next week, then please do not hesitate to contact me again.
    Please let me know if there is anything else I can do to help.
    Kind regards,
    Kieran R
    support@groupon.co.uk
    ________________________________________

  18. I purchased 1 Duck & Goose Down Pillow from Clouds on the 18/10/11 with a Groupon voucher and was asked if I wanted to buy another 2 for £24.99 (no extra price for delivery) so clicked yes, paid and got my invoice, last week I recevied 1 pillow and no sign or mention of the other 2 pillows, I’ve emailed them 4 times now with no reply, got an automated email from them last week with a tracking number for Yodel which is invalid, checked the tracking number with the courier firm that delivered the 1 pillow and it was for that delivery! I’ve tried ringing their ‘customer service’ line ha what a joke that is its just rings for ages then tells you to email them and they will get back to you in 24 hours. This is the 2nd thing I have purchased through Groupon and the 1st purchase didn’t go well either, ended up getting a refund off Groupon so I am now banishing Groupon from my life, looks like they only deal with cowboy firms!

  19. sorry to be the bearer of bad news people but this is a fraudulent scam. Im doing my best to bring them to justice as they conned me too. they are now renaming themselves to SILVER MOON LINING so beware!
    What EERYONE can do to help though is increase publicity and complain to watchdog. the more complaints they get, the more chance of exposing these fraudsters at clouds. http://www.bbc.co.uk/watchdog/gotastory/

  20. I have contacted groupon and asked for a refund due to the fact that the company has not been able to adhere to the terms and confitions (I am referring to the 2 week delivery period). However, the catch is that they will give you groupon credit, rather than the money back on your account. For me it is better than nothing or a cheap set of pillows from China.

    Also, according to groupon, once you take the refund option, the cancellation will go through to Clouds Memory Foam too and they should automatically refund you the delivery costs.

    I hope it helps, at least some of you.

    All the best with this.

    I hope it helps

  21. hi. i also ordered these pillows 10/09/11 and have still not received them despite several e mails to clouds

  22. Lindsey Lou, the EXACT same thing happened to me (spookily even the date I put my order in is the same as you!). Did actually manage to speak to someone over the phone once though when I rang – she told me to email my voucher code to her and she would arrange for the code to be ‘reset’ and then my second pillow could be sent. Can’t believe I allowed myself to be fobbed off with that guff because the obvious happened and I’ve not heard anything further.

    I’ve used Groupon a few times and have generally had a good experience but will think hard before using them again.

    The pillow quality is OK (but not amazing) – that’s the only marginally positive thing I can say about this experience.

    Have added my complaint to Watchdog, suggest others do the same. But I think this is a write-off – won’t be surprised if I never get my second pillow or money back.

  23. Its the third of december, still no pillows (I’m from the Netherlands).
    Mailed groupon hoping they will answer…

    Ordered two pillows about 2 months ago or something…

    Groupon should have acted a long time ago.. complaints coming from everywhere and still no public announcement from Groupon with information about the situation.. It would be good for Groupon to act and just give everyone there money and transport costs back.. they are this big they claim? well show it, give people their money back and cancel all orders with that firm. Hopefully they get stuck with massive amounts of pillows and go bankrupt after that. I just hope Groupon will show that it cares for it’s customers.

  24. Ordered 4 pillows on 23 of Sept and have recieved 2 email about dispatching, nothing yet. Last one says it will be dispatched around 19th of december 🙂 haha.
    I paid 20£ for shipping costs, 5£ each! Strange indeed.
    / Sweden

  25. I paid for 4 pillows on 8th September and I’ve waited 3 months for them! I’ve emailed Clouds eight times: sometimes they reply, but they haven’t managed to send me my pillows yet. Other Groupon deals have worked out well for me, but this one is a fiasco. These pillows had better be worth the wait….

  26. I am also unhappy with my (very late) order of two Goose Down and feather pillows from Memory Cloud because what I received was two pillows with 100% polyester filling with a label from Marks and Spencer. Having checked the Marks and Spencer website I have discovered that a pair of these pillows cost £7; I paid £20 plus P+P for pillows that were supposed to cost £59.99.
    What a con! I have emailed both Groupon and Memory Cloud.

  27. We also got our two pillows delivered. And yes, these are the cheap polyester pillows, not the promissed foam ones.
    So after waiting for weeks yet another disappointment.
    We claimed our money back – and luckily got it back. Although we are still waiting for our P+P (10 euro). These pillow are still cheaper than the 10 euro.

    Lets put it this way. This is a expensive lesson not to purchase there kinds of goods on the internet with such a tempting advertisement. Don’t believe those sales stories, even though Groupon is involved.

    As far as I can see we are one of the lucky ones who got our money back. The only thing I can say to all of you. Do not give up. Blame also Groupon because they are also to blame by giving their name to these kinds of products. And at the end, you get refunded.
    Also make a copy of your complaints to al lot of social and customer sites. Also in your e-mail to Memory Foam en Groupon. It helps..!

    If we will use these pillow, we do not know yet. We first are trying to get ride of the smell first. After that we will try it out. I can say that we do not have much hope these pillows will do any good.

    Also at delivery you just get a garbage bag with a address label on it. Inside are the two pillows and an advertisement (voucher) for 75% discount for a mattress…? Nothing else. No warranty, no information of how to clean them, nothing. Really nothing. This is also a sign of getting somekind of really very cheap product.
    One sentence took my attention: “Offer expires one week after receipt.”…. right. We are waiting for weeks and weeks and the offer they gave us expires after a week. As they would know when we would get these pillows.

    For all those people who are still interesting in getting a good pillow. Go to your local store. You get a good product for your money. Not this crap!

  28. well in my opinon it’s cloudsmemoryfoam company just a big scam… i have purchased a groupon voucher for beadstead with memory foam mattrace and the result? I was waiting almost 6 months for nothnig…. groupon did refund me straight away the full amount no strings attached… but cloudsmemoryfoam??? what a joke it’s been couple of months now and although I did email them few email spoke to them on the phone about that they still didn’t issue the refund for the amount of £28 for the postage i paid directly them for this… and now no one ever answers their phone??? scam scam scam…. simply run away if u c deal from them as that’s how they make money out of nothing… sell hundreds that let people get a refunds from groupon while they keep they profits from stole money that people have paid for postage that never will be refunded….. and who is actually going to care if u take this to police etc because of lousy £28 or how much is that? no one!…. sad truth maybe i should launch similar company as this doesn’t need much of a genius to do… shame on them

  29. yeah also would like to ad that when i paid them for the postage (which was £29 not £28 by the way) the payment was received by Wild Media Limited… funny is when i checked this company after the payment was made in the companies house records it did say that this company was dissolved back in 2009 although my purchase was made only last year… so there is obviously quite dodgy about them and we should all consider to get in touch with trading standards or some other bureau….

  30. I am a victim of Clouds Memory Foam fraud too. But I won’t give up! I have made reclamation and will continue to do what ever it requires.

  31. Yes, I’m another mug. Groupon took five months to deliver a so-called memory foam pillow. When I opened it it reeked, and still does. I don’t rate it as memory foam, because what’s inside this can be shaken down, and my mum has a proper memory foam pillow made by tempur and it is solid. Another thing, there’s no washing or dry cleaning instruction label on it, and somebody had already spilled tea or coffee it looked like on mine to save me the bother.

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